DTC brands are not harnessing customer data during shipping, delivery and returns to offer an engaging and personalized customer experience. Instead, we experienced a lot of silence and ineffective traditional email marketing (spam!).
It’s time for brands to look to Operations Experience Management and engage customers when they want– during shipping, delivery and returns. We share our best practices for how brands can better use data and key opportunities for where they should improve. Lastly, we explain why data and personalization are so important in OXM.